Complaint Handling Procedure

OUR COMMITMENT TO OUR COMPLAINANTS

It is our aim to give excellent service to all, but we recognize that things can occasionally go wrong. We take all complaints we receive seriously and we aim to resolve all of our clients’ concerns fairly, promptly and efficiently.

WHAT TO DO IF YOU ARE DISSATISFIED

To ensure that we provide the kind of service you expect we welcome your feedback. If at any time you are not happy with the service that we have given, you may contact us in person, telephone, writing or email using any of the below contact details:

HOW WE WILL HANDLE YOUR COMPLAINT

We aim to resolve all complaints in a fair and timely manner. We will acknowledge your complaints in writing within 5 business days of receipt and inform you who is handling your complaint. As necessary, we will review all the documentation and information available to us to carry out a thorough and objective investigation. In some instances, we may need to ask you for further information or to provide authority for us to contact third parties.

Once an assessment and full investigation of your concerns has been made, we will provide you with a written response to confirm our decision. We will endeavor to do this within 4 weeks of receipt.

However, if we have been unable to complete our investigation within 4 weeks of receipt we will then write and provide you with an update.

Our intended maximum response period for our final written response is 8 weeks from receipt.

Following our Complaint Handling Procedure does not affect your right to take legal action.